Customer Service Manager

Sika AG; Welwyn Garden City; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Bonus Scheme

Holiday entitlement 25–28 days

Hybrid Working

Core Hours Working

Pension up to 10%

Private healthcare

Group life cover 6x salary

Global Income Protection

Enhanced maternity/paternity pay

Staff discount platform

Cycle to Work

Service Awards

Discounted Sika products

Job summary

Sika is seeking an experienced Customer Service Manager to lead a high-performing team across multiple manufacturing and warehouse locations in the UK. You will balance competing priorities, drive service excellence and champion continuous improvement while collaborating with Supply Chain, Logistics, Operations and Sales to deliver outstanding customer outcomes.

You will shape a culture that puts the customer at the heart of everything we do, develop team capability, and partner with senior

Qualifications

• Minium experience of 3 years proven experience leading and developing high-performing customer service teams.
• A passion for delivering exceptional customer experiences and driving continuous improvement.
• Strong leadership skills with the ability to inspire, coach and influence others.
• Experience using customer insight, service metrics and KPIs to drive performance improvements.
• Excellent stakeholder management skills with the ability to collaborate across multiple business functions.
• Commercial awareness with a forward-thinking approach to problem solving and change management.
• The successful applicant must demonstrate their right to work in the UK prior to commencing employment.

Responsibilities

• Lead customer service operations across multiple manufacturing and warehouse locations, collaborating with stakeholders across Supply Chain, Logistics, Operations and Sales to deliver exceptional customer outcomes.
• Lead and develop a talented Customer Services team, creating a culture of accountability, engagement and continuous development.
• Shape and enhance the customer experience by driving service improvements, improving operational performance and influencing business-wide decision making through customer insight.
• Play a key leadership role within a globally recognised organisation, partnering with stakeholders across Sales, Supply Chain, Logistics and Operations to deliver exceptional customer outcomes.

Job description

Sika is a specialty chemicals company with a globally leading position in the development and production of systems and products for bonding, sealing, damping, reinforcing, and protection in the building sector and industrial manufacturing. Sika has subsidiaries in 103 countries around the world and, in over 400 factories, produces innovative technologies for customers worldwide. In doing so, it plays a crucial role in enabling the transformation of the construction and transportation sector toward greater environmental compatibility. With more than 33,000 employees, the company generated sales of CHF 11.20 billion in 2025.

Job Description

About Customer Service

Customer Service plays a critical role in delivering Sika's customer-first strategy. Acting as the link between our customers and the wider business, the team is responsible for creating seamless customer experiences and resolving challenges quickly and professionally.

Our Customer Services function is on a continual improvement journey, focused on enhancing service performance, improving customer outcomes, increasing operational efficiency and developing future talent. This is a highly visible role that offers the opportunity to influence both the customer experience and the way we work across the business.

Purpose of the Role

As Customer Service Manager you will lead a high-performing team responsible for delivering a consistent and recognisable outstanding customer experience. This is a broad and challenging role within a complex operational environment, supporting multiple manufacturing plants and warehouse locations. You will balance competing priorities, collaborate with a wide range of stakeholders and ensure a seamless customer experience, all whilst driving service excellence, developing team capability and championing continuous improvement initiatives.

It is an excellent opportunity for an experienced customer service leader looking to broaden their impact and take on greater operational complexity. Through your leadership, you will help create a culture that puts the customer at the heart of everything we do.

The Opportunity

• Lead customer service operations across multiple manufacturing and warehouse locations, managing complex operational challenges and collaborating with stakeholders across Supply Chain, Logistics, Operations and Sales to deliver exceptional customer outcomes.
• Lead and develop a talented Customer Services team, creating a culture of accountability, engagement and continuous development.
• Shape and enhance the customer experience by driving service improvements, improving operational performance and influencing business-wide decision making through customer insight.
• Play a key leadership role within a globally recognised organisation, partnering with stakeholders across Sales, Supply Chain, Logistics and Operations to deliver exceptional customer outcomes.

Qualifications

• Minium experience of 3 years proven experience leading and developing high-performing customer service teams.
• A passion for delivering exceptional customer experiences and driving continuous improvement.
• Strong leadership skills with the ability to inspire, coach and influence others.
• Experience using customer insight, service metrics and KPIs to drive performance improvements.
• Excellent stakeholder management skills with the ability to collaborate across multiple business functions.
• Commercial awareness with a forward-thinking approach to problem solving and change management.
• The successful applicant must demonstrate their right to work in the UK prior to commencing employment.

Additional Information

The Rewards

• Bonus Scheme
• Holiday 25 days rising to 28 days with service, plus bank holidays
• Hybrid Working
• Core Hours Working
• A company pension contribution of up to 10%
• Private healthcare for you, with option to add family
• Group life cover at 6x your annual salary
• Global Income Protection (PHI)
• Enhanced maternity and paternity pay
• Staff discount platform & Cycle to Work scheme
• Dedicated Service Awards for reaching key milestones
• Selected discounted Sika products

You’ll be joining an experienced and collaborative leadership team committed to creating an environment where people can thrive. You'll have access to industry-leading systems, strong cross-functional partnerships and a culture that values innovation, continuous improvement and personal growth. We believe great service starts with great people and we're committed to giving you the support and autonomy needed to make a real impact.

This role provides the opportunity to further develop your strategic leadership, change management and customer experience expertise. You will gain exposure to senior stakeholders across the business while leading initiatives that improve customer satisfaction, team performance and operational effectiveness.

A significant commitment to professional and personal development from day one, including a comprehensive local, product knowledge and leadership development initiatives complemented by a global Sika Business School offering.

We offer competitive salaries, aligned with local market benchmarks and the specific scope and responsibilities of each role. Compensation is determined based skills relevant to the position, education and/or training. We are committed to fair and equitable pay practices in accordance with applicable laws and regulations.